 |
|
|
Frequently Asked Questions Q. How long do I have to wait for my goods?
A. Most
goods are dispatched by the manufacturer, delivery time scales vary
depending on the make, model and manufacturer’s current stock levels. Normal
free delivery is usually 7-15 working days (longer for American
Refrigeration and Range cookers) For further details click on the
"Manufacturers" button on the top menu of any page within our web site. Q. What if the goods are not in stock? A. If the goods are not in stock we will advise you of the waiting time and give you the option of cancelling your order if you wish.
Q. Will I be contacted before the goods are delivered? A. If you opt for Fast Track one of our ordering team will contact you (usually within 2 working days of receiving your order) and advise you of the delivery time scale or delivery date. If you opt for the normal free delivery service you will receive a call from the delivery company when the item is ready for dispatch.
Q. What time will my goods arrive? A. Our normal deliveries are carried out Monday to Friday. Most deliveries are between 8AM and 7PM. Unfortunately we can only advise you the date of your delivery, NOT the time.
Q. Do you deliver on Saturdays or Sundays? A. We can occasionally arrange delivery for a Saturday but there may be an extra charge for this service. Availability and cost of this service depends on the goods you order and the area they are to be delivered to. If you would like a quote for Saturday delivery please request it in the "Comments" box on your order, when our ordering team contact you they will discuss the availability and cost of this service with you. We do not offer a Sunday delivery service.
Q. Can I choose the delivery date for my goods? A. The delivery company will offer you the first available delivery date they have. Usually you can change the delivery date for another day later in the week or the following week. We can not usually hold orders longer than a week past the earliest delivery date given.
Q. Can you install my product and take the away my old one? A. Installation and removal can usually be arranged. There is an extra charge for these services, the amount varies depending on the product and the manufacturer. Installation is to existing services only. Installation and/or removal must be requested at the time you place the order as we can not add these services at a later date.
Q. What do I do if I can’t find the product I want on your web site? A. If you know the make and model number of the item you want but can not find it listed on the category pages linked from the left hand menu or by using the "Search this Site" page linked from the top of the page then please use the Quote form which is also linked from the top of every page within our site.
Q. The model I want has been discontinued, can I still order it through you? / What does discontinued mean? A. Manufacturers discontinue models from time to time, this means that they will no longer make that model. Usually the model will be replaced with a similar one by the manufacturer. Once a model has been discontinued we will only be able to supply it while the manufacturers current stocks last. If you are unsure as to what the new model may be then you can contact the manufacturer through our Manufacturer page, and they will be happy to advise you.
Q. Can I purchase extended warranty on my goods? A. Yes. Where applicable the price for extended warranty is displayed under the price of the product on the details page.
Q. I want to place an order but am not sure about extended warranty, do I have to decide now? A. No, you can purchase extended warranty after purchasing your product, our sales team will be happy to discuss your options with you.
Q. Is it safe to order online? A. Our order forms use the highest level of Internet (SSL) Security to encrypt the details you supply online. Card payments are authorised online by HSBC on their own secure site. Your details can only be retrieved from our secure server by authorised personnel. You are protected from Fraud by law, by your credit or debit card company, and by us. We take Fraud VERY seriously, any one found to be making fraudulent use of our web site will be reported to their local authorities, we will also advise the authorities of any contact details used fraudulently and the IP address of the computer used, which is automatically logged.
Q. Your quotation form asks for my name and postcode, why do you need this information to provide me with a quote? A. We use this information to calculate the cost of delivery and availability in your area. We also use the information to log your quote. This saves you time when you are ready to order, and means that any subsequent quotes are added to the same record. The information is gathered and stored in accordance with the data protection act 1998, we do not sell or share this information. We do not use this information to send "Junk Mail", you will only be contacted again in the event that you decide to purchase from us, at which time the information will then be used to arrange your delivery. We may contact you by email with special offers, you may opt out of this service at any time, or use the tick box on the form to refuse the service.
Q. Do you have a showroom I can visit and see the product before I purchase? A. Although we do have showrooms, we do not display many of the products that we supply online. The best way to see what you are purchasing is by viewing it on our web site. By operating in this way we are able to offer you considerable savings. If you do wish to visit one of our showrooms we would suggest you contact us first to check we are currently displaying the item or items you wish to look at, our show rooms are open Monday to Saturday 09.00 to 17.00 (excluding Bank / Statutory Holidays).
Q. I do not live in the UK but wish to purchase an item from you. Can you arrange to ship the goods to me? A. We can only ship to UK mainland addresses, in some cases it is possible to arrange delivery to a courier of your choice in the UK and have the goods forwarded to you. We suggest you contact us using the Email Quotation form (which is linked from top of each page) stating what you require. We will contact you to see if we can accommodate your needs. Please be aware that it would be your own responsibility to check that the guarantee would still cover you, and that the product is compatible with your local power supplies. We can not arrange service on products shipped abroad. For Non UK orders we will usually require payment by cheque.
Q. If I purchase a product from you and it goes wrong under guarantee what should I do? A. There is usually a contact number printed in the instruction manual for the manufacturers own service division. When you contact the manufacturer they will explain their procedure for carrying out repairs. If you have lost the instruction manual, or are unable to contact the manufacturer, get in touch with us providing as much information as possible as we will contact you as soon as possible.
|
|
|
